Shipping and Transport Management Journal
Vol. 1 No. 2 (2025): November : Shipping and Transport Management Journal

Analysis of Service Quality, Trust, and Price on Customer Loyalty of Maxim

Rama Setiawan (Universitas Maritim AMNI)



Article Info

Publish Date
24 Nov 2025

Abstract

Customer Loyalty is critically influenced by several factors, including Service Quality, Customer Trust, and Price.1 This study aims to analyze the partial and simultaneous influence of Service Quality (X_1), Customer Trust (X_2), and Price (X_3) on Customer Loyalty (Y) toward Maxim online transportation services in Semarang City.1 Utilizing a quantitative associative method, data were collected from a sample of 100 Maxim users (N=100) via incidental sampling and analyzed using multiple linear regression (SPSS).1 The analysis confirmed that all three independent variables positively and significantly influence Customer Loyalty (all t_{hitung} > 1.98498).1 Service Quality (X_1) was determined to be the most dominant factor (\beta = 0.400, t=4.500), highlighting that driver performance, service assurance, and responsiveness are the primary drivers of long-term loyalty., 10 The overall regression model demonstrated a strong explanatory power, with an estimated Adjusted R^2 of 0.650, indicating that 65.0\% of the variation in Customer Loyalty is explained by these three factors. Managerial implications suggest focusing resources on continuous service improvement and maintaining high integrity (Trust) to convert consumer satisfaction into sustainable loyalty.

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Journal Info

Abbrev

SIGMA

Publisher

Subject

Description

Fokus dan Scope: Manajemen Transportasi dan Logistik Manajemen rantai pasok dan distribusi Efisiensi operasional dalam transportasi laut, darat, dan udara Teknologi dan digitalisasi dalam sistem logistik Pengelolaan Pengiriman dan Pelabuhan Optimasi operasional pelabuhan dan terminal Manajemen ...